酒店服务业回答客人问题
<p>当客人向你说明什么的时候，得体的回答也很重要。下面是一些酒店服务中常用的回答用语。</p><p>1．一般性的回答</p><p><span word="I">I</span> <span word="see">see</span>, <span word="sir">sir</span>. 我明白了，先生。</p><p><span word="Certainly">Certainly</span>, <span word="sir">sir</span>.好的，先生。</p><p>2．请对方再等一会儿</p><p><span word="Just">Just</span> <span word="a">a</span> <span word="moment">moment</span>, <span word="please">please</span>. 请稍等。</p><p><span word="Thank">Thank</span> <span word="you">you</span> <span word="for">for</span> <span word="waiting">waiting</span>. 您久等了，先生。</p><p><span word="I">I</span> <span word="am">am</span> <span word="very">very</span> <span word="sorry">sorry</span> <span word="to">to</span> <span word="have">have</span> <span word="kept">kept</span> <span word="you">you</span> <span word="waiting">waiting</span>. 很抱歉让您久等了。</p><p><span word="Could">Could</span> <span word="you">you</span> <span word="wait">wait</span> <span word="a">a</span> <span word="little">little</span> <span word="longer">longer</span>, <span word="please">please</span>? 请您稍候好吗？ 3．要麻烦客人或是拒绝客人的要求时</p><p>拒绝客人时，不要一口回绝说"<span word="No">No</span>."，要委婉一些。</p><p><span word="I">I</span> <span word="am">am</span> <span word="afraid">afraid</span> <span word="I">I</span> <span word="can">can</span>'<span word="t">t</span> <span word="do">do</span> <span word="that">that</span>. 不好意思，我恐怕没办法那样做。</p><p><span word="Excuse">Excuse</span> <span word="me">me</span>, <span word="sir">sir</span>. <span word="Please">Please</span> <span word="let">let</span> <span word="me">me</span> <span word="pass">pass</span>. 不好意思，先生，麻烦让我过一下。</p><p>4．道歉</p><p>如果是自己的错就说"<span word="I">I</span> <span word="am">am</span> <span word="sorry">sorry</span>."如果是公司的错，就说："<span word="We">We</span> <span word="are">are</span> <span word="sorry">sorry</span>."。</p><p><span word="I">I</span> <span word="am">am</span> <span word="very">very</span> <span word="sorry">sorry</span> <span word="for">for</span> <span word="the">the</span> <span word="delay">delay</span>. 很抱歉延误了时间。</p><p><span word="I">I</span> <span word="am">am</span> <span word="very">very</span> <span word="sorry">sorry</span> <span word="for">for</span> <span word="the">the</span> <span word="inconvenience">inconvenience</span>. 很抱歉造成您的不便。</p><p><span word="I">I</span> <span word="would">would</span> <span word="like">like</span> <span word="to">to</span> <span word="apologize">apologize</span> <span word="for">for</span> <span word="the">the</span> <span word="mistake">mistake</span>. 为这个错误我深致歉意。 5．客人对自己说"<span word="Thank">Thank</span> <span word="you">you</span>."时回答</p><p><span word="You">You</span> <span word="are">are</span> <span word="welcome">welcome</span>. 不客气。</p><p><span word="Thank">Thank</span> <span word="you">you</span>, <span word="sir">sir</span>. 谢谢您，先生。</p><p><span word="Thank">Thank</span> <span word="you">you</span> <span word="very">very</span> <span word="much">much</span>. 非常感谢您。</p><p>6．交给客人某些东西时，可以说</p><p><span word="Here">Here</span> <span word="you">you</span> <span word="are">are</span>. 您要的东西在这里。</p><p><span word="Here">Here</span> <span word="is">is</span> <span word="your">your</span> <span word="room">room</span> <span word="key">key</span>. 这是您的房间钥匙。</p>
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